Customer Service Manager

**Customer Service Manager Southern Europe**

**Role Description**

The role of the Customer Service Manager is to oversee the day-to-day operation and manage the customer service team. The goal is to keep the team running in an efficient and smooth manner and to increase customer satisfaction. Monitoring and evaluating the performance of the Customer Services Department and increasing the effectiveness and efficiency of the department by driving continual process improvements to achieve business goals and maximize customer service.

The customer service manager will be working both operational and strategical, under the authority of the Vice President Market Area Southern Europe &MENA, ensuring that processes, routines and SLAs are implemented, followed and developed to better serve customers and support sales organisation.

The role is to provide superb customer service by leading and motivating the customer service team, deploying procedures and to promote this idea throughout the organization.

**Job description / Main duties and responsibilities**
- Daily operational tasks
- Manage and track customer orders from purchase to final shipping and invoicing.
- Handle inquiries and provide customers with availability, lead-time and more
- Resolve customer inquiries in timely and accurate fashion to ensure customer satisfaction.
- Handle claims
- Handle purchase orders
- Handle customer accounting
- Manage administrative services of Technical department
- Be a local relay between the administration of Delaval France, the Share Service Center, and the Controller.

Manage work
- Manage and monitor daily orders assignments through customer service team
- Coordinate activities with other functions, sales, finance, supply, etc
- Working closely with the district sales managers and The Technical Manager, ensuring order process is followed, communication
- Identify and manage customer service resources. Resolve problems that affect the service, efficiency, and productivity of the customer service team
- Review delivery failures and produce incident reports when required.
- Manage customer escalations and requests to ensure efficient resolution
- Follow-up on reports as necessary to discover or track ordering issues securing a clean system
- GIT List
- GR/IR List
- Order book analysis
- etc.
- Ensure SLAs, routines and processes are followed and developed implement strategic plans to improve customer service.
- Resolve problems that affect the service, efficiency, and productivity of the customer service associates.
- Create and run reports as necessary
- Handle purchase orders
- Handle settlement agreement with Technical manager
- Handle technical training
- Handle Sign off and customer survey
- Handle customer accounting, collection, follow up of overdues and credit limit
- Handle campaigns, basic and additional discounts, in respect of Commercial Policy
- Handle Vendors invoices and Travel expenses with SSC,

Manage and support people/team (France Spain and Italy)
- Support and develop customer service staff and nurture an environment where they can excel through encouragement and empowerment
- Evaluate the customer service team results and prepare action plan for improvements.
- Manage performance management of customer team.

**Requirements**:

- Excellent verbal and written communication skills (French and English)
- Excellent delegation skills
- Excellent customer communication skills
- Experience of managing people
- The ability to maintain calm under pressure
- SAP knowledge
- Efficiency and organizational skills
- Administrative skills
- Computer proficiency in order to work efficiently
- Demonstrate ability to motivate and communicate with others at all levels
- Able to adapt and succeed in a changing environment
- High level of accuracy and attention to detail